A month and counting to get ADSL connected

Forums › One New Zealand (including Vodafone, WxC, Farmside) › A month and counting to get ADSL connected

Ham

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#195669 29-Apr-2016 10:42

This post is on behalf of my parents who have been waiting about a month to get connected with their package after shifting. Vodafone seem to be struggling to understand their correct address even though they have a copy of my parents rates invoice with address and lot dp number on it. They have now told my parents it will be another week but we have heard that before... Maybe this is a chorus issue but I'm not sure?

Is there still someone from Vodafone that monitors this forum and is able to provide some assurance that they will in fact be connected soon? And maybe speed the process up a little?

Cheers.

PeterReader

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#1543881 29-Apr-2016 10:42

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

you have reset your modem and router
your PC (or other PCs in your LAN) is not downloading large files when you are testing - you are not being throttled by your ISP due to going over the monthly cap
your tests are always done on an ethernet connection to the router - do not use wireless for testing
you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

Your ISP and plan
Type of connection (ADSL, ADSL2, VDSL)
Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)
Your general location (or street)
If you are rural or urban
If you know your connection is to an exchange, cabinet or conklin
If your connection is to a ULL or wholesale service
If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

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Jase2985

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#1543895 29-Apr-2016 10:45

good luck with getting a Vodafone rep to respond to you on here.

silo

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#1543933 29-Apr-2016 11:18

Ham,

please PM me their account number and new address, and I'll see what I can find out.

xpd

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#1543953 29-Apr-2016 11:35

Jase2985:

good luck with getting a Vodafone rep to respond to you on here.

Burn. ;)

XPD / Gavin

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Jase2985

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#1543954 29-Apr-2016 11:38

xpd:

Jase2985:

good luck with getting a Vodafone rep to respond to you on here.

Burn. ;)

well given most of the other threads on here don't get responses

and they seem to pick and choose what topics or people they help if they do help at all

Jaxar

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#1544029 29-Apr-2016 14:25

Jase2985:

xpd:

Jase2985:

good luck with getting a Vodafone rep to respond to you on here.

Burn. ;)

well given most of the other threads on here don't get responses

and they seem to pick and choose what topics or people they help if they do help at all

Which as people who are contributing on their breaks out of the goodness of their heart surely they are welcome to do this? It is the above sort of attitude that contributes to why more don't. Personally after going to the bathroom I had 10 mins left of my 15 min. I spent some reading other sites I'm interested before flicking over here to see if there is anything interesting.

It is one thing to criticize the company not having an active official presence here it is not cool to have a go at those that help volunteering their own time.

I now need to return to what I'm specifically hired to do as my break is over.

Please note: I have a professional bias towards Vodafone.

Jase2985

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#1544032 29-Apr-2016 14:40

but also how is it fair to others who have issues and nothing comes of posting on here? its not an official channel for help, and at the end of the day people shouldn't need to resort to having to plead for help on here because the official support channels should be able to sort it.

I just feel for those that need assistance and post about it and they get nothing

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JamesL

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#1544036 29-Apr-2016 14:48

If your parents initial experience is anything to go by then I'd avoid Vodafone at all costs..

Jaxar

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#1544092 29-Apr-2016 16:29

Working from an assumption that by fair you mean all VF customers get the same opportunity service at Geekzone then I can only think of a couple of options.

1. VF employees banned from assisting anyone here and insisting all communication be done via official channels.

2. Geekzone become another official channel with a dedicated team with KPI's.

Both are extremes that are somewhat ridiculous. Even back when there were more people from VF here and community managers however not all posts could receive the same attention or even needed it.

While I don't have the specifics of the OP's case I suspect that official channels are actually sorting it.
What OP is describing (assumption made based on reference to Lot and DP) is an address issue with Chorus. Chorus tightened up the way they deal with new addresses a while back. The downside is ISP's will encounter more issues when creating new addresses. The upside is overall future relocations will go smoother. Overall it will be an improvement for NZ but its one of those improvements that won't ever really be noticed on an individual level but the downsides will be noticed individually.

Is the above me excusing VF on OP's issue? No. What an ISP (be it VF or any other in the same situation) can do is have a informative conversation with the customer in a timely manner and get all the info they need to resolve such issues up front. I'm personally glad I'm not the one having these conversations because sometimes it does seem like you are asking the customer to jump trough some pretty ridiculous hoops. Of course it could all just be human error too but that usually doesn't take over a month to sort out when it comes to addresses.

I would be curious to hear from OP to know if it is a new development or an existing build that has been there a while? Has it not had service before?

Have a good weekend all.

I'm off home.

Please note: I have a professional bias towards Vodafone.

Ham

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#1544481 30-Apr-2016 13:22

Jase2985:
but also how is it fair to others who have issues and nothing comes of posting on here? its not an official channel for help, and at the end of the day people shouldn't need to resort to having to plead for help on here because the official support channels should be able to sort it.

I just feel for those that need assistance and post about it and they get nothing

Don't worry, the world is still fair... Whilst I appreciate the PM from Silo, nothing has come of it yet.

kiwiandy

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#1545152 2-May-2016 09:17

I have recently moved as well, And within 7 days I got a email notification from Vodafone last thursday 28/4 saying that "Your service is now active and able to be used".... however it wasn't, and despite numerous phone calls still isnt, and have no idea when it will be.

The call centre (obviously based in the Phillipines, and very dificult to understand) keeps telling me they will talk to their provisioning team... but nothing happens!

They also promised me 5GB of data on my mobile to keep me connected, but that hasn't been added either.

MikeHales

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#1545193 2-May-2016 09:51

Please DM me with your details and I will chase it up for you.

Ham

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#1549137 10-May-2016 11:27

It's been about 6 weeks now, countless hours on the phone trying to resolve. Still no services. Better yet, they have received a $170 bill for the privilege. If it's not connected in the next 2 days another provider will get the account. Can anyone recommend a provider that has their s#%t together?

michaelmurfy

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#1549170 10-May-2016 12:08

Spark, Bigpipe, 2degrees in that order. Spark and BigPipe have reps on here and 2degrees sometimes does too.

Michael Murphy | https://murfy.nz
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